RLF SERVICE DESK AGENT

Stanford Health Care • Pleasanton, CA

1d • Hybrid

About The Position

The Relief Service Desk Agent I is responsible for providing first contact remote support to SHC end users via phone, webchat, and email, assisting with the configuration, repair, and maintenance for a variety of end user devices and applications. Relief Service Desk Agent I attempts to resolve incidents during the initial contact in a professional and efficient manner. Additionally, the Relief Service Desk Agent I coordinates onsite repair or OEM parts/maintenance or escalated support to Level 2 support teams as required.

Requirements

• High school diploma
• Two (2) years of progressively responsible and directly related work experience.
• Strong experience troubleshooting, repairing, and supporting Windows 7, Windows 8, and Mac operating systems, as well as common end user computing applications (e.g., MS Office, Outlook, VPN)
• Strong experience troubleshooting, repairing, and supporting HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems
• Strong experience troubleshooting, repairing, and supporting Apple (iPad) and other common tablet computing devices
• Strong experience troubleshooting, repairing, and supporting Printers, monitors, external hard-drives, network interface cards, etc.
• Ability to work in the field with accuracy and minimal direction.

Nice To Haves

• Experience tracking and updating tickets in ServiceNow preferred.
• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ preferred.

Responsibilities

• Respond to calls, webchats, and emails from SHC end users.
• Perform initial diagnosis and support of incidents and service requests.
• Consistently resolve incidents and service requests on first contact for common IT issues, using SHC knowledge databases and technical service bulletins as required.
• Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
• Coordinate support from Level 2 support teams to resolve incidents as required.
• Track status of incident and service request tickets using SHC’s IT service management tool.
• Create, update, and maintain knowledge articles in the knowledge management system.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees